Immigration, Refugees and Citizenship Canada (IRCC) uses artificial intelligence to automatically organize and route client enquiries to the appropriate teams. The system uses Amazon Web Services AI tools (Textract and SageMaker) to analyze incoming client requests and categorize them based on their subject matter and urgency.
This system helps IRCC respond to clients more quickly and efficiently by directing enquiries to the right department on the first attempt, reducing wait times and improving the overall client experience. The system is designed to learn from patterns in enquiries to continuously improve routing accuracy.
Key Information: This system is currently in development and is used by Government of Canada employees. The system processes client enquiries which may contain personal information. Amazon Web Services provides the underlying AI technology and cloud infrastructure for this system.
